To make a guarantee claim, email support@baulane.com. You can also call us on 020 8064 0191.
What to include
- Your order number and proof of purchase (invoice or order confirmation)
- A description of the issue
- Clear photos and/or videos showing the fault
- A photo of the product installed in situ (vanity units and mirrors)
- The installation address (Baustone® baths, basins and countertops)
- Any relevant installation details
What happens next
Our Customer Care team will review your claim and guide you through the next steps.
- We may ask to inspect the product on site before approving a claim. Please do not remove, alter or dispose of it until we have agreed.
- If inspection shows the issue is not a manufacturing defect, an inspection or call-out charge may apply.
- If your claim is approved, we will repair, replace or supply the nearest equivalent, at our discretion.
Damaged on arrival
If any product arrives damaged, tell us within 48 hours of delivery and include clear photos or videos. Damage reported after this cannot be confirmed as transit-related.
The Serenity Stone™ Bath Mat has no extended guarantee. Transit damage is handled as above. See "Serenity Stone™ Bath Mat: what is covered?" in this section.
